Archived: Framework Housing Association - 32 Bentinck Road

32 Bentinck Road provides accommodation and personal care for up to 23 people. The service provides 24 hour care and support for single homeless people with alcohol dependency or mental health problems. At the time of our inspection there were 21people living at the service.

Bentinck Road is required to have a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. At the time of the inspection a registered manager was in post.

People were safe and protected from avoidable harm. Staff ensured people’s safety and were clear about their roles and responsibilities in protecting people from harm and risks associated to people’s needs. Risks to people’s health and welfare were assessed and action was taken to minimise any risk. Sufficient staff were employed to ensure that people were safe and staff had appropriate recruitment checks undertaken to ensure that they were suitable to care for people in the service. People received their medicine as prescribed and in a safe and timely manner.

People’s needs were met by skilled and knowledgeable staff who had the opportunities to improve and develop their skills and knowledge. People were involved and consented to how they wanted their care and support. The requirements of the Mental Capacity Act 2005 were adhered to. People received sufficient to eat and drink and appropriately supported was provided to ensure that people receive a balanced diet. People were supported and had access to other healthcare professionals to ensure they maintained their health and wellbeing.

People were encouraged to form and develop caring relationships with the staff that supported them. We saw that people were supported to express their views and were actively involved with decisions about their care and support. People were involved with their care planning and had access to advocacy services if needed. People were treated with dignity and respect.

People felt their needs were consistently responded to in a timely manner. People felt encouraged and supported to make choices and have their preferences adhered to. A range of activities were available that were meaningful and of interest to people. There was a complaints procedure available and accessible for people should they wish to raise a concern. People were aware of how to make a complaint in line with the provider’s policy and procedures.

There were systems in place for the registered manager to ensure all areas of the service were regularly checked and the overall quality of care was monitored by the provider. The service promoted open and transparent communication to ensure people were involved in how the service was run.

People told us the staff respected their privacy, dignity and independence and they said they were fully involved in planning their care. One person told us, "I need help sometimes and the staff always provide this in a way I am happy with."

Staff provided care which met people's needs and ensured their health and welfare. People told us they did not have to wait for help, that their health and social care needs were met well. One person commented, "The staff are there sometimes before I have even had to ask for help. They are really good."

People felt safe and protected at the service and they felt their rights were respected and upheld. One person said, "I feel safe, I have my freedom and they protect my right to choose. I couldn't ask for more."

We found that people understood their rights to refuse care or treatment and we saw that staff respected these decisions. The staff showed a good understanding of the law surrounding decision making and there was clear evidence that people were fully involved in these processes. This meant their rights were upheld.

Both of the people we spoke with told us that their needs were met well at the service. One person said, "I get good support, good care and good guidance. I'd be dead if it weren't for the staff here." They both told us the support they received from staff had helped them control or overcome their dependence on alcohol.

We found the systems in place to make sure people received their medicines safely and as prescribed by their doctor needed to improve to make sure these were appropriate and effective.

We found people were recruited safely and that appropriate checks were undertaken to make sure staff were suitable to work with vulnerable people.

We saw that complaints were recorded and responded to appropriately with the intention of resolving the issues to the person's satisfaction.